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Employee Fulfillment Key to Creating a Customer-Focused Culture

Employees want to feel appreciated and trusted.  One way of proving this is to invest in them through training.  They recognize you are taking their time, which they are being paid for, and the resources, which they know are expensive, and investing in them to be better at what they do. Training is the first […]

Employees want to feel appreciated and trusted.  One way of proving this is to invest in them through training.  They recognize you are taking their time, which they are being paid for, and the resources, which they know are expensive, and investing in them to be better at what they do.

Training is the first step.  Then, you have to let them put the training into play.  Create an environment that gives employees the autonomy they need to solve problems and make good choices and recommendations.  Micromanaging their every move suffocates them and makes them feel their training was a waste.  Give employees the space and the power to make decisions and suggestions. This helps them grow and increases their sense of fulfillment.

Employee fulfillment is an important part of creating a customer-focused culture.  Fulfilled employees are happier, work harder and care more. This ultimately has a positive impact on your customers’ experiences.  Remember that what is happening on the inside of an organization is being felt on the outside by the customer.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

(Copyright ©MMXI, Shep Hyken)

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